Onboarding Specialist

LeagueApps • New York City, NY

5d

About The Position

The Customer Success Manager will be a driving force for the activation, retention, and growth of LeagueApps customers, specifically focusing on high-value and strategic accounts. In this role, you will be responsible for managing relationships with new and existing customers of varying size and scope while acting as a trusted advisor to ensure they maximize the value of LeagueApps’ products and services. You’ll take ownership of the onboarding process, training, and long-term success of your customer portfolio, working cross-functionally to shape an outstanding customer experience. Your ability to proactively manage customer needs, identify expansion opportunities, and deliver exceptional service will drive loyalty, advocacy, and long-term success.

Requirements

• 1-3 years of experience in a customer success or account management role, ideally at a SaaS company.
• Proven success managing customer relationships with the core focus being configuration and adoption.
• Strong problem-solving and consultative skills aligned to customer enablement and success.
• Exceptional communication and presentation skills, able to articulate complex solutions to both technical and non-technical audiences.
• Ability to analyze customer data and leverage insights to drive engagement and decision-making.
• Comfortable using tools such as Gainsight, Zendesk, Jira, and Salesforce.
• Adaptable, self-motivated, and highly organized, with strong project management skills.
• Passionate about youth and professional sports, understanding the unique needs of LeagueApps’ customers.

Responsibilities

• Act as a trusted advisor and thought leader, providing platform guidance to LeagueApps customers.
• Successfully ramp new customers and programs in their first year on the platform.
• Manage day-to-day success for accounts $10k+ ARR within a high-volume book, focused on adoption and operational readiness.
• Share product updates, best practices, and additional LeagueApps services that will help customers achieve their goals.
• Proactively address challenges by monitoring customer health, identifying risks, and implementing solutions to improve engagement.
• Clearly communicate customer insights to key stakeholders across the company, including Product, Sales, Support, and Engineering.
• Partner with internal teams to ensure customers receive the proper level of service and that their voices shape future product enhancements.
• Represent customer needs internally as a platform advocate, supporting post-sale success.
• Own and lead customer success initiatives, contributing to the evolution of processes, playbooks, and best practices.
• Maintain accurate engagement data and leverage tools like Gainsight, Zendesk, Jira, and Salesforce to guide prioritization.
• Monitor churn risk and contribute to gross retention outcomes across assigned accounts.
• Support program renewals by ensuring partners are operationally prepared and engaged ahead of renewal cycles.
• Be the face of LeagueApps to our customers!

Benefits

• Medical, Dental, Vision coverage
• HSA
• Commuter Benefits
• Home-Office Stipend
• Sports Leagues subsidies for employees and their children
• Cell phone and gym subsidies
• Mental Health Resources; Talk Space
• Social impact opportunities through our FundPlay initiative that includes events, volunteering and grant-making

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed